Team Lead, Customer Support

This is a fully remote position, open to applicants in Lithuania.

📋 Description

• Mentor and guide customer support team members to reach operational objectives.

• Ensure superior communication, problem-solving, and professional etiquette within the team to achieve maximum customer satisfaction.

• Address customer complaints with the utmost professionalism.

• Provide oversight and technical support to the customer service team to ensure exemplary levels of customer care and satisfaction.

• Work alongside the planning department on staffing and recruitment processes.

• Conduct employee evaluations, appraisals, and take part in performance reviews.

• Collaborate with managers from other departments to address challenges and enhance processes.

• Guarantee that customers receive exceptional service during their interactions with support.

• Track business and process metrics to evaluate and manage the effectiveness of customer support.

• Identify and implement enhancements in user journeys, flows, and touchpoints to improve the overall customer experience.

• Foster a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve.

⛳️ Requirements

• Proven experience in establishing clear deliverables and aiding the team in meeting them, leading to improved Customer Success Metrics.

• Capability to motivate team members to seek continuous improvement by acknowledging strengths and consistently unlocking growth opportunities.

• A successful history of fostering engagement and managing hybrid or fully remote teams.

• Strong sense of urgency and appreciation for clear, timely communication with teammates and cross-functional partners.

• An empathetic team player with a process-oriented approach.

• Excellent organizational and time-management abilities.

• Self-driven with the capacity to make decisions and perform with minimal or no supervision.

• Experience in project management and applying continuous improvement to customer service practices and processes.

• Leadership experience with teams of 10 or more is an advantage.

• Demonstrated ability to lead teams through uncertainty and rapid change, with confidence in decision-making and communication.

• Strong understanding of tone of voice principles and strategies for customer communication.

• Experience with evolving or early-stage products, services, or startups is highly desirable.

🏝️ Benefits

• Opportunity to participate in our Employee Stock Options program.

• Chance to contribute to the scaling of a unique product.

• Various bonus systems including performance-based, referral bonuses, additional paid leave, and a personal learning budget.

• Paid volunteering opportunities available.

• Flexible work location options: office, remote, or a combination that allows for travel.

• Accelerated personal and professional growth supported by clear feedback and promotion processes.